You’ve invested in customer service training, now, how do you know it’s working? At Edge Communication, we’ve worked with Perth businesses across industries to improve customer service through tailored training programs. And while a great workshop might feel productive, you need more than good vibes to justify the investment. That’s where measurement comes in. Tracking performance through the right KPIs gives you a clear view of whether your … [Read more...]
Best Practices for Training Agents to Handle Multiple Communication Channels
In the fast-paced customer service environment, agents are expected to seamlessly navigate between phone calls, emails, live chat, and social media interactions. This omnichannel approach presents unique challenges for both agents and training managers. At Edge Communication, we've helped businesses across Australia develop effective strategies for preparing their teams to excel across all communication platforms. Understanding the … [Read more...]
The Role of Communication in Building Strong Teams
In any successful organisation, the heartbeat of productivity, innovation, and great customer service, can be traced back to one critical element: effective team communication. Here in Australia, where our workplace culture values both straight-talking and mateship, strong communication practices aren't just corporate buzzwords—they're essential for creating cohesive teams that can weather challenges and celebrate successes together, and … [Read more...]
How to Train Your Team for Cross-cultural Customer Service
In today’s globalised marketplace, Australian businesses have an excellent opportunity to reach customers from diverse cultural backgrounds. Effective cross-cultural customer service isn’t merely about language; it encompasses understanding different cultural contexts and perspectives. The Australian business sector, characterised by its unique blend of local traditions and modern innovation, must adeptly manage these dynamics to thrive on … [Read more...]
Building Resilience in Customer Service Teams
Your customer service team can easily be seen as the unsung heroes of your organisation, but in reality, they are the frontline of defence for upholding your company's brand and reputation. In Western Australia and beyond, these teams face unique challenges that test their resilience daily. The ability to bounce back from difficulties and maintain high performance under pressure is crucial. This article delves into the importance of … [Read more...]
The Role of Emotional Intelligence in Customer Service
Customer service is the bedrock on which the reputation and success of a business are built. In today's competitive market, where products and services can be commoditised, the quality of customer service often becomes the defining difference between brands. While technical competence, prompt responses, and efficiency are integral aspects, emotional intelligence (EI) has emerged as a pivotal element in providing exceptional customer … [Read more...]
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